Customer Service Apprentice

South East Water; Tonbridge and Malling; On-site; GBP 18,000 - 24,000; Full time

Benefits offered by this job

Excellent Stakeholder pension

5 weeks holiday + bank holidays

Flexible annual leave policy

Volunteer days

Cycle to work scheme

Health cash plan

Life assurance

Wellbeing benefits

Job summary

South East Water is offering a 24-month Customer Service Specialist Level 3 Apprenticeship with a guaranteed permanent position on successful completion. You will join one of our call centre teams, handling billing inquiries, refunds and payment plans while resolving water supply concerns.

The programme includes workshops, training, and on‑the‑job learning, with progression support from mentors and managers. We value teamwork, strong communication, and a passion for helping others.

Qualifications

• GCSE Maths and English at Grade 4/C or equivalent.
• Excellent computer abilities and familiarity with standard office software.
• Strong customer-service orientation with good communication and teamwork.
• Willingness to learn and progress through an apprenticeship pathway.

Responsibilities

• Develop and build knowledge of the Customer Service area through the apprenticeship pathway.
• Handle calls efficiently and maintain high levels of customer satisfaction.
• Assist with billing inquiries, refunds, and setting up payment plans.
• Resolve water supply concerns and contribute to a positive customer experience.
• Attend team meetings and complete the Level 3 Customer Service Apprenticeship.

Skills

Customer service

Excellent communication

Computer skills

Time management

Teamwork

Education

GCSE Maths and English (Grade 4/C or equivalent)

Tools

IT systems

Job description

Do you want to jump-start your career while earning a well-regarded qualification? Do you have a strong desire to help others? Do you want to be a part of an award-winning team with a meaningful purpose? Then do not pass up this opportunity We have regular apprenticeship intakes with a guaranteed, permanent position on successful completion. As a Customer Service Apprentice, you will use your entire passion, drive, and willingness to give great service. And with so much variation, you can be sure that no two days will ever be the same. You'll aid with billing inquiries, providing refunds, and setting up payment plans, as well as resolving water supply concerns including leaks and other problems. The Institute of Customer Service has given our Customer Service team the distinction grade. We are one of just 18 organisations in the country to get this coveted honour. As a result, you'll be joining a team that provides their all. This is a structured 24-month apprenticeship that includes group workshops, individual training, and other assignments in addition to on-the-job learning. On your road to completing a Customer Service Specialist Level 3 Apprenticeship and securing a permanent career at the end of the apprenticeship programme, you can expect plenty of encouragement and support from your Trainers, Team Managers, Mentors, and Buddies. It's not a problem if you don't have much work experience. We know you'll bring a lot of determination and a strong desire to succeed. So, what's most crucial is that you work well as a team and are comfortable speaking in with others. In this role, you'll focus on three key areas of performance: handling calls efficiently, maintaining quality, and providing the greatest customer experience possible. We understand the importance of progressing in your career. As a result, your salary will rise as you progress through your apprenticeship. When you join, you'll be a part of one of our call centre teams. We're open Monday through Friday from 8:00 until 19:00 and on Saturday from 8:00 until 13:00. As a result, you will be able to schedule your shifts so that 1 in 6 Saturdays are worked. Your rotas will be available in advance so that you may make plans. With monthly and quarterly bonuses offered based on your performance and assisting us in providing the greatest levels of customer satisfaction, you can earn additional money in addition to your income. On average, you can anticipate earning an additional £3,000 annually, with a possible maximum of £6,300.

Main responsibilities

• Develop and build knowledge of the Customer Service area by completing the apprentice pathway
• Understand the importance of the business areas, the processes, data protection, regulatory compliance and attendance.
• Begin to build relationships with peers and colleagues to enhance the team working environment, resolve customer problems.
• Develop an awareness of information and resources available and proactively ensure that skills and knowledge are deepened to enable progression.
• Attend and contribute to team meetings with team, peers and colleagues.
• Complete customer service level 3 apprenticeship. Achieved GCSE Maths and English at Grade 4/C (or equivalent)
• Excellent computer abilities
• You'll have a passion for serving others and providing the best service
• Good time management skills supporting you to complete the apprenticeship
• Be self-assured conversing with others and engaging with new and different individuals
• Be goal-focused and like overcoming difficulties, Experience and understanding of the importance of excellent customer satisfaction. Employees are required to be flexible and to be prepared to perform duties and other tasks within their capabilities. The nature of our business is such that the contents of any job profile are subject to change from time to time.

We want to be the water company people want to be supplied by and want to work for. We know the communities we serve are diverse. We recognise creativity comes from diversity not similarity. That's why we are enthusiastic about creating inclusion across age, race, gender, ethnicity, religion and identity. You will experience our dedication to equal opportunities and fair treatment for all: through your recruitment, employment and career progression with South East Water.

Benefits package

• Excellent Stakeholder pension scheme, up to 10% employer contribution.
• 5 weeks holiday plus bank holidays per annum, increasing to 6 weeks with length of service.
• Flexible annual leave policy to buy or sell holiday leave.
• Paid volunteering days.
• Cycle to work scheme.
• Health cash plan.
• Life assurance.
• Wellbeing related benefits.

What can you expect from your recruitment?

• It is necessary for you to have the legal right to work in the UK when you begin employment with South East Water.
• Additionally, as part of the employment offer, you will need to pass background, identity, and employment referencing checks.

South East Water kindly asks that recruitment agencies refrain from submitting CVs to our employees or associates without explicit invitation from our HR Resourcing team.